Key Account Manager

Role Overview

Fynd is a frontier technology company. We started at the intersection of technology and retail because that is where technology was the least available. Over the years, we became one of India’s largest retail technology platforms. But retail was the entry point, not the boundary.

Today, Fynd builds intelligent software that runs business operations. Not tools that help people work faster, but systems that absorb entire functions: manufacturing, marketing, logistics, commerce, quality control. We sit inside our customers’ businesses, harvest deep domain context, and build AI systems that operate autonomously. We are expanding from retail into manufacturing, generative media, physical AI, and healthcare.

We’re looking for a self-motivated KAM who is obsessed with retaining enterprise accounts on Fynd OMS/WMS and expanding revenue via cross-sell and upsell of other Fynd products. You’ll be the trusted partner for our largest customers—driving adoption, solving operational challenges, and uncovering growth opportunities across their eCommerce and supply-chain workflows.

Responsibilities

• Own retention & renewals for a portfolio of enterprise customers using Fynd OMS/WMS; maintain high GRR and drive NRR expansion.
• Cross-sell & upsell complementary Fynd products (e.g., apps, integrations, analytics, channels) through consultative discovery and value mapping.
• Drive product adoption: create and execute success plans, playbooks, onboarding/training, and QBR/MBR cadences with operations, tech, and business stakeholders.
• Be the voice of the customer: funnel feedback to Product & Engineering to influence roadmap; champion solutions that reduce churn risk.
• Lead executive relationships: navigate complex orgs, run ROI reviews, and secure multi-year renewals.
• eCommerce operations advisor: diagnose OMS/WMS, inventory, order routing, fulfillment, returns, and SLA bottlenecks; recommend best practices.
• Commercial ownership: forecast expansions, manage pricing/terms with Sales/Finance, and track pipeline in the CRM.
• Risk management: build health scores, surface churn signals early, and run save plays with cross-functional teams (Support, Solutions, Onboarding).
• Operational excellence: maintain clean CRM hygiene, produce accurate renewal/expansion forecasts, and report on account health & adoption metrics.

Qualifications

Required

• Bachelor’s degree or equivalent practical experience.

Preferred

• Experience with marketplaces / D2C platforms (e.g., Shopify, Magento), 3PLs/last-mile, or ERP/inventory systems.
• Familiarity with product analytics and support stacks (e.g., Mixpanel/Amplitude, Jira/Zendesk) and Salesforce/HubSpot.
• Knowledge of APIs/integrations and basic technical scoping.